Certified Service Cloud ConsultantDemo

Question

After migrating to Lightning Knowledge, service representatives have found that they cannot create a Knowledge article when they close a case.

How should the consultant fix this issue?

A Inform users that the only way to create articles is from the Knowledge component.
B Assign service reps Read/Write/Create permissions, and add a quick action on the case to create a Knowledge article.
C Add the Manage Salesforce Knowledge permission to the user’s profile.

Explanation

In Lightning Experience, the option to create an article while closing a case is a Salesforce Classic capability. A consultant can instead create a quick action on the Case object that creates a draft Knowledge article and add that action to the Case layout. Representatives also need the applicable Knowledge object permissions, including Create and Read, to author articles.

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Certified Service Cloud ConsultantDemo

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Notes

Readiness

QuestionQ75

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